Designing Quality Business Processes for E-Government Digital Services

Abstract. Research works and surveys focusing on e-Government Digital Services availability and usage, reveal that often services are available but ignored by citizens. In our hypothesis this situation can be justified since defined service delivery processes do not sufficiently take into account social aspects and mainly focus just on technical aspects. Domain knowledge, related to how delivering high quality e-Government Digital Services, remains in most of the case in the mind of e-government stakeholders. To address these issues we have developed a quality framework to assess delivery process strategies of services. Moreover we have introduced a user-friendly approach permitting to assess, using formal verification techniques, a delivery process with respect to the defined quality framework. The approach has been also implemented in a plug-in for the Eclipse platform and it has been applied to real case scenarios from the Public Administration domain. In this paper we report and di...

• Type: Conference
• Year: 2010
• Where: EGOV
• Authors: Flavio Corradini, Damiano Falcioni, Andrea Polini, Alberto Polzonetti, Barbara Re
• Keywords: Delivery Processes, E-government Digital Services, EGOV 2010, Information Technology, Quality Framework